CUSTOMER SERVICE or VIRTUAL ASSISTANT

Verified

$6/hr

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Outline

Looking for Freelance work (4 hours/day) at $6/hour

Associate Degree

English proficiency Conversational

Professional Summary

I’ve worked in healthcare customer service for over 10 years now which are mostly focused on pharmacy benefits and some prior authorizations. My current role is as an Escalation Support Specialist, which basically means I get the calls that are a little more complicated or sensitive. I help members understand their prescription coverage, work through prior auths, and just try to make a confusing system a little easier to navigate. It’s not always easy, but I genuinely like being the person who can help when someone’s stuck or frustrated.

Skills & Experience

Skills

Customer Support 5-10 Years

Customer Support > Chat Support 6 Months to 1 Year

Office and Administration > Data Entry 5-10 Years

Office and Administration > Microsoft Word, excel, power point 5-10 Years

Experience highlights

Escalation Officer

OPTUM GLOBAL SOLUTIONS Inc. · April/2014 – /

Escalation Specialist / Subject Matter Expert
Optum Global Solutions Inc. | January 2022 – Present
• Resolved escalated customer issues with a focus on timely and effective solutions.
• Documented and tracked customer interactions for process improvement.
• Collaborated with cross-functional teams to enhance service delivery.

Customer Service Specialist

Aegis Limited (Essar Group) · March/2012 – Present

Managed customer inquiries via phone and email, maintaining high satisfaction rates.
• Maintained accurate records of customer interactions and resolutions.

Outbound Telemarketer / Appointment Setter

EBUSINESS BPO · November/2010 – Present

Conducted cold calls and scheduled appointments, demonstrating strong persuasion skills.
• Used scripts and CRM tools to track leads and customer interactions.

Sales Verification Agent/Quality Analyst

Cebu Global Teleservices Inc. | June 2009 – November 2009 · June/2009 – Present

Audited sales calls and provided feedback to improve team performance.

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